Defender Direct, an Authorized Dealer of ADT Security, is looking for the right candidate to grow with our CUSTOMER Care Department.
Receive calls to resolve customer concerns in a timely and professional manner. Interact with customers in order to achieve the highest level of customer satisfaction.
Answer inbound customer service calls with a warm and courteous greeting.
Resolve customer service concerns through the use of good listening skills, probing questions to determine root cause of the concern, and paraphrasing to check for understanding.
Identify opportunities and present additional services to existing customers based on customer needs.
Research, analyze, and respond to customer concerns quickly and accurately.
Provide amicable resolution and reliable follow-up with the customer within the communicated timeframe.
Achieve and strive to exceed communicated quality standards as outlined in the Customer Service Guidelines.
Perform outbound calls to existing customers to schedule maintenance, service calls and follow up with customers.
Customer service orientated
Possess a strong sense of urgency
Demonstrate problem solving and decision making skills
Ability to project a professional and positive attitude with both internal and external customers
Ability to read, comprehend and carry out simple instructions, short correspondence and memos
Excellent communication skills; able to speak clearly and concisely
Few companies acquire customers as well as DEFENDER. We are the #1 Authorized Dealer for ADT®, and also own home heating and cooling,...